Own a book of venue accounts: from onboarding through renewal and expansion. Keep churn low and grow NRR.
What You'll Do
- Own a book of business: onboarding, adoption, QBRs, renewals, and upsells.
- Map stakeholders (GM, FOH manager, reservation team, finance).
- Build playbooks: onboarding checklist, training, go-live readiness, escalation paths.
- Track health scores: usage, ticket volume, time-to-resolution, NPS/CSAT, renewal risk.
- Manage renewals with a 90/60/30-day plan including commercial terms and invoice follow-up.
- Identify expansion triggers: additional branches, Pass/events usage, WhatsApp campaigns, advanced analytics.
KPIs
- Gross revenue retention (GRR) and net revenue retention (NRR).
- Renewal on-time rate.
- Adoption metrics (weekly active users, module usage).
- Time-to-resolution and escalation SLA compliance.
- Expansion revenue per quarter.
Must-Have
- 2–4 years account management or customer success in B2B.
- Strong organisation and follow-through.
- Confident handling operators under pressure (nightlife peak hours, event days).
Nice-to-Have
- Hospitality operations familiarity.
- Experience managing WhatsApp/SMS operational messaging.
Compensation
- Competitive base + retention and expansion bonuses.
- Clear path to Senior KAM as the team scales.